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The business environment has changed more in the last five years than it did over the previous five decades. The pace of change continues to accelerate and corporations around the world seek to revitalize, reinvent and resize in an effort to position themselves for success in the 21st century. The ability to respond to new customer needs and seize market opportunities as they arise is crucial. Successful companies today recognize that a high level of interaction and coordination along the supply
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By integrating customer databases with websites, marketing can be improved and the benefits of electronic customer relationship management (e-CRM) then include: a. Achieve mass customisation b. Targeting more cost-effectively c. Lower costs d. Increased depth, breadth, and nature of the relationship e. All the above are correct ______ is a key e-CRM technique to follow-up a customer when they abandon a shopping cart to encourage them to buy. a. Personalisation b. Reactivation c. Referral, recommendation or advocacy d. Retention e. None of the above ______ is a key e-CRM technique to tailor messages according to stated preferences or observed buyer behaviour. a. Retention b. Reactivation c. Referral, recommendation or advocacy d. Personalisation e. None of the above In e-CRM, customer retention refers to: a. a communications strategy with existing customers to deliver messages through e-mail, SMS and traditional media. b. delivery of communications offering the next best product (cross-sell and up-sell). c. tailoring of messages in line with customer preferences and behaviours. d. monitoring of customer response to inform future messages. e. All of the above.
In e-CRM, customer acquisition means: a. identifying the appropriate customers to target. b. encouraging customers to purchase further products through personalised web and e-mail communications. c. attracting customers in the target profile to your website and encouraging them to opt-in. d. encouraging customers to purchase more expensive products which may also be in other categories. e. None of the above.